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Incident Commander

1 month ago

Plano, Texas, United States Palo Alto Networks Full time
Job Title: Incident Commander - Network Security ProductsCompany Overview

Our Mission: At Palo Alto Networks, we are on a mission to be the top choice in cybersecurity, safeguarding our digital way of life. We envision a world where each day is safer than the last. Our company thrives on challenge and disruption, seeking innovators who share our commitment to shaping the future of cybersecurity.

Company Approach: At Palo Alto Networks, we prioritize flexibility and personalization in all our programs. We understand that each employee has unique needs, offering choices that cater to individual preferences - from well-being support to growth opportunities.

Company Culture: We value collaboration and face-to-face interactions, with employees working from the office three days a week for team synergy and problem-solving. Our goal is to cultivate an environment that fosters innovation and teamwork, ensuring our employees thrive together.

Job Description

Your Role: As an Incident Commander for our Network Security products, you will lead in resolving critical customer operational issues, such as service disruptions and product-related challenges. Your responsibility includes hands-on engagement with products like NextGen Firewall, SD-WAN, and Prisma Access solutions to swiftly address and rectify incidents globally.

Your Impact:

  • Incident Response Leadership
    • Lead and coordinate a technical response team to identify root causes and resolve issues efficiently
    • Act as the main contact for critical customer issues with our customers and internal teams
  • Communication and Reporting
    • Maintain clear communication channels with customers and internal stakeholders
    • Present updates and incident reports to relevant parties ensuring compliance with service-level agreements (SLAs)
  • Containment and Resolution
    • Develop strategies to promptly contain and resolve operational issues
    • Collaborate with technical teams to implement fixes or workarounds
  • Root Cause Analysis and Preventive Measures
    • Identify underlying reasons and collaborate with teams to implement preventative measures
    • Document detailed records of incidents and resolutions, enhancing operational processes
    • Proactively identify potential customer issues to prevent escalations
Qualifications

Your Experience:

  • Customer Focus
    • Experience in working with customers and stakeholders to achieve desired outcomes
    • Ability to remain focused under high-pressure situations with a customer-centric attitude
  • Leadership and Communication Skills
    • Effective leadership of cross-functional teams
    • Clear communication of complex topics to various audiences
  • Problem-solving and Decision-making Skills
    • Quick and accurate assessment of situations, risk prioritization, and decision-making
  • Strong Technical Skills
    • Experience with Networking/Security Products and LAN/WAN technologies
    • Knowledge of VPN technologies, Windows OS/Linux OS/macOS applications
    • Relevant certifications (PCNSE, CCIE, etc.) are advantageous
  • Systems and Metrics
    • Familiarity with systems like Salesforce, JIRA, and ability to measure success metrics
Additional Information

The Team: Incident Commanders are core members of the Global Incident and Escalation Management team at Palo Alto Networks. As an Incident Commander, you play a vital role in cybersecurity, addressing critical situations for customers and driving efficiency in incident management.

Company Commitment: At Palo Alto Networks, we are pioneers who embrace diversity and innovation. We believe in providing equal opportunities and accommodations for all individuals, ensuring a workplace that celebrates differences and values inclusivity.

The compensation for this position is based on qualifications, experience, and location. The offered salary range for this role is between $126,400/yr to $204,500/yr, inclusive of benefits and potential incentives. Immigration sponsorship is available for eligible candidates.

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